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Service Delivery Manager with 10+ years in ITIL & ITSM management
Result oriented Senior Service Desk Manager with 15+ years of experience in managing the global service desk operations ensuring delivery of high-quality technical support and customer service to users worldwide. Proficient in leading service desk professionals, implementing best practices, and continuously improving service desk processes to enhance user satisfaction and operational efficiency. Adept in collaborating with various departments to align service desk activities with organizational goals, managing escalations, and ensure timely resolution of technical issues. A visionary professional focused on monitoring service desk performance metrics, analyzing trends, and implementing strategies to optimize service delivery. Strong leadership skills, and a deep understanding of ITIL and ITSM management principles.
Hemwati Nanadan Bahuguna Garhwal University
Bachelor of Commerce
August 1, 2004 – June 30, 2004
Covenant Healthcare Group
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Intertec Softwares Pvt Ltd
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Affluent Global Services
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April 1, 2022 – March 1, 2023
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Coforge Ltd
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March 1, 2016 – November 1, 2020
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Soundlines Hr Consultancy
Business Development Executive
May 1, 2015 – March 1, 2016
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ITIL V4 Foundation
Unknown
May 24, 2026 – Present
Accenture Pvt Ltd
Service Desk Lead
July 1, 2010 – January 1, 2014
India
Dell Services India Pvt Ltd
Desktop Support Lead
May 1, 2008 – April 1, 2010
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Emirates Bank
Call Center Representative
April 1, 2006 – May 1, 2007
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Convergys India Pvt Ltd
Customer Care Officer
October 1, 2004 – November 1, 2005
India
Cultural Fit Analysis
The candidate exhibits a strong cultural fit for a senior Service Delivery Manager role. Their extensive experience across multiple organizations, coupled with a consistent focus on team leadership, continuous improvement, and customer-centric service delivery, aligns well with dynamic, performance-driven environments. The emphasis on collaboration, stakeholder relationship building, and compliance demonstrates a mature and responsible approach to IT service management.
Soft Skills & Operational Fit
The candidate demonstrates strong leadership, team development, and mentoring capabilities, fostering a culture of accountability and continuous improvement. Their experience highlights excellent stakeholder management, collaboration across diverse teams (infrastructure, security, enterprise systems), and a proactive approach to identifying opportunities for modernization (AI, automation). Operationally, the candidate is highly proficient in managing global service desk operations, adhering to SLAs/OLAs, and driving process standardization, indicating a robust fit for a senior operational role.